Job Description

Key Responsibilities: Serve as the 1st Level of Escalation for Queries for Staff across the floor. Check/Verify Individual Productivity & Accuracy Numbers updated in the shared database. Maintain communication with counterparts in the Area and seek regular feedback on team\'s performance. Perform tasks of the coordinator when needed. Delivery of service level components, quality and productivity targets as per QEM and other agreed strategic initiatives. Own and drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives. Develop/implement action plans to achieve desired performance levels. Participate in functional training for staff. Create back-ups for self. Prepare & analyze various reports including process dashboards & team performance reports. Also responsible for publishing all the reports in a timely manner. Work very closely with team members to solve customer problems. Understand team member\'s strengths and areas of improvement and address the same. Offers suggestions & solutions to Management for process and product improvement. Make decisions on matters relating to improving customer satisfaction. Review feedback received from the Area office with team members. Liaise with other teams to ensure that volumes for the entire Dox Team are at a minimum. Control Attrition through active engagement with the team members. Build strong one to one relationship with team members. Propagate positive teamwork across team members. Motivate team members through effective management, career development & implementation of reporting mechanism. Conduct performance appraisal for the team. Being a focal point for disseminating information from management to team and vice versa. Maintain good rapport with Area office. Schedule shifts in consultation with Manager Leave planning for the team and updating relevant systems / Excel sheets. Ensure adequate participation of team in organizational projects like BCM. Data Analytics - Ability to comprehend data and provide meaningful business insights. Expertise and familiarity with business tools like MS Excel, Qlik, Power BI, Knowledge of additional skills like R and Python will be an added advantage. Qualification & Competencies: Minimum 2-3 years of experience in the shipping industry working for a mid- or large shipping/freight forwarding organization. Minimum 1 year in a leadership role managing a team of 10+ people Excellent communicational skills to optimize service performance. Take part of both regular internal and external training to maintain and increase shipping / knowledge. Work flexible over-hours in close coordination with line manager covering situations where business is requiring urgent execution and coping up with possible peak season high volumes. Ability to work in a fast paced, time sensitive environment Detail oriented Professional and articulate communicator Customer focused Team player Flexibility in work schedule Aptitude for prioritization/multi-tasking.

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